Job Title: Senior Contact Center Engineer

Location: Lafayette, LA or Bloomfield, CT | Hybrid

Employment Type: Contract

Duration: 6-12 months

Pay: $65/hr

About:

VLink, founded in 2006, is a leading global provider of software engineering services with next-gen technologies and best-in-class talent. Our Headquarters are in the U.S, and we have offices in 7+ countries from North America-Europe to APAC, with expansion plans in the Middle East. With over 1,000 employees working globally, VLink has helped SMBs, and large enterprises achieve their business goals, and gained the trust of Fortune-250 companies. VLink is 'Great Place to Work® CertifiedTM' and has been a consistent winner as- Best Places to Work in CT. Trust, collaboration, and accountability are the three elements that are at the core of VLink's work culture. We value our professionals, providing comprehensive benefits and the opportunity for growth.

Job Details:

We are seeking an experienced Senior Contact Center Engineer – Cisco & Genesys Platforms to support enterprise contact center operations.
This role requires strong hands-on experience in Cisco Finesse, UCCE, and Genesys Engage environments.

Candidates must have deep understanding of enterprise contact center platforms and be comfortable working in large scale, highly available environments.

This is an exciting opportunity to work in a fast-paced team supporting mission critical customer interaction systems.

• Opportunity to lead enterprise contact center modernization initiatives

• Work across on prem and cloud-based contact center platforms

• Exposure to large scale transformation and cloud adoption strategies

• Collaborative hybrid work environment with cross functional architecture teams

• High impact role influencing platform evolution and governance

Your future duties and responsibilities:

• Responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives.

• Hands on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.

Key Responsibilities:

• Demonstrate strong understanding of enterprise contact center architecture

• Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems

• Support transition planning and migration efforts toward Amazon Connect

• Assist in mapping legacy configurations to cloud native equivalents

• Ensure governance, documentation, and configuration consistency

• Provide mentorship and technical guidance to platform administrators

• Administer and configure enterprise contact center platforms such as Cisco UCCE / Finesse, Genesys Engage / Workspace, or similar enterprise solutions

• Deploy and manage agent desktop components and configurations

• Configure Not Ready and Wrap Up reason codes

• Create and manage phonebooks and agent teams

• Configure call variable display and desktop settings

• Create and manage agent profiles

• Assign skills and configure skill based routing

• Maintain routing configurations and queue structures

• Ensure configuration consistency across environments

• Support migration planning from legacy contact center platforms to Amazon Connect

• Analyze and document existing routing logic, skills, agent states, and configuration dependencies

• Assist in translating legacy routing models into Amazon Connect contact flows, routing profiles, and queues

• Support integration mapping between Amazon Connect and enterprise systems

• Participate in testing, validation, and phased rollout execution

• Support coexistence model during migration

Required qualifications to be successful in this role:

• At least 7+ years of experience administering enterprise Contact Center Platforms

• Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions)

• Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings

• Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling

• Experience working in high availability production environments

• Experience supporting platform upgrades, migrations, or transformation initiatives

• Strong troubleshooting, configuration governance, and change management skills

Desired Qualifications:

• Hands on experience with Cisco UCCE / Finesse

• Hands on experience with Genesys Engage / Workspace

• Experience with Amazon Connect configuration and administration

• Experience supporting cloud migration or modernization programs

• Familiarity with AWS ecosystem services supporting contact center integrations

• Experience in hybrid (on prem + cloud) coexistence environments

• Experience working in regulated enterprise environments

Expectations:

• Maintain operational stability of legacy platforms during migration

• Proactively identify configuration risks and migration dependencies

• Ensure documentation accuracy and configuration traceability

• Support phased cloud adoption with minimal business disruption

• Bachelor's degree in computer science or related field.

Employment Practices:

VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check.

This job application process may use AI-powered tools to assist in screening and evaluating applications based on objective, job-related qualifications. AI is used solely to support the recruitment process and all final hiring decisions are made exclusively by our human recruitment team.

Applicant information will be handled in accordance with VLink's privacy policy.